RuralShores' business model has been created to ensure scalability and sustainability of its operations by creating real value, not only for the shareholders, but for all stakeholders and to have a positive contribution to the communities in which it functions. Hence utmost care is taken to ensure the standardization of the centres across the landscape of India.
Most of our rural centres are fully owned by RuralShores. However, for few, the investment in infrastructure (land, building, equipment) is made by our partners (rural entrepreneurs) while RuralShores manages the business. The ownership model has however no bearing on business of RuralShores.
The selection of the location is very vital so that the core objective of RuralShores is achieved.
The following defined parameters help us in selecting a centre:
Each RuralShores centre is designed to provide a comfortable and professional working environment while maintaining strict access control and information security procedures. It has the following components:
The key to RuralShores IT environment is availability of reliable high speed telecom links - without which delivery out of rural areas would not be possible.
Technology / Telecommunications have played a vital role for RuralShores in taking jobs and operating from rural locations. Telecom services providers such as BSNL, Reliance etc. have been able to extend reliable connectivity via internet services, leased line circuits in rural areas. This is the single most important technology driver that enables rural rollout. Other technology components include the backend network gear that includes the routers, switches, etc. for LAN connectivity to the WAN. The WAN or Wide Area Network consists of state of high speed leased lines, internet leased lines and a pan India MPLS cloud infrastructure which has built in benefits such as cost savings, QoS, improved performance, ease of augmentation - future proofing the network etc. Redundant WAN links are also deployed to ensure high availability and continuity of service should the there be any failure in the primary link.
RuralShores being located in very remote or tier 4 and 5 towns, availability of fibre optic links are a major challenge and hence Radio Frequency links are also deployed to complement FO links.
RuralShores also deploys robust technology infrastructure at its rural delivery. This includes enterprise desktops, passive structured LAN CAT6 cable network, Cisco and HP switches, Firewalls and servers.
Physical access security being another critical part of IT infrastructure is managed by deploying IP enabled bio-metric devices at all key entry and exit points, in addition the entire delivery centre is continuously monitored by IP enabled CCTV cameras.
RuralShores leverages latest technologies such as cloud services (IaaS & PaaS) to support internal and client information needs by hosting in-house developed software applications. It has an integrated cloud infrastructure for both network and applications. In addition, a cloud based ERP - SAP Business ByDesign is currently under implementation.
Each centre employs 150-200 rural youth as Process Associates from a cluster of 10-12 surrounding villages. These people will have minimum of 12th standard education, are in the age group 18-24 years and have successfully completed a foundation training comprising English, typing and soft skills. They are primarily from farming background and are enthusiastic and willing to learn. Depending on the complexity of the process, a Process Lead (PL) is assigned for every 15-20 Process Associates. He trains and handholds the team in the service delivery. The PLs generally have a post-graduate degree and at least 1 year of experience in the industry. They are responsible for quality of work generated by member associates. Centre Manager (CM) has overall responsibility for service delivery out of their respective centres. The CMs usually have minimum of 5 years of working BPO experience. They manage delivery through PLs for all client(s) processes. They interact with client and share daily quality metrics and dash boards.
Information is a very critical asset in IT and BPO operations. It has significant value in RuralShores’s operations. Information security controls protect information assets from a wide range of risks in order to ensure business continuity, minimize business damage and safeguard ours and our customer’s business interests.
Information security implies ensuring:
A Comprehensive Information Security Policy document is available for sharing with customer on request basis.